昆明招聘

Position Summary:

Reporting to Head of Trade Consumer and Services, be responsible for a team of HK Multi-skilled Specialists.

Trade Sales and Service:

Be responsible for achieving and exceeding reservation quality targets set for Trade S&S; be the primary coach and motivator with the primary focus on trade services support to travel agents in national wide. This is a key role, which requires a hands-on approach to maximizing reservation and service level targets, whilst also ensuring that trade service is maintained at all times.

Direct Sales:

Be accountable for achieving individual and team revenue targets within direct sales call center through coaching, goal-setting, and monitoring while creating a supportive, sales-focused environment.

Coach, council and motivate both Inbound and Outbound Agents; to maximize productivity, maintain excellent customer service, meet brand standards and meet/exceed all Key Performance Indicators & metrics monthly.

Customer Service:

Be responsible for dealing with customer complaints, most are from post cruises; Qualified to handle escalated complaints and assist in the investigation of serious complaints and claims; Assisting in training and managing the team; Managing the datum and reports in system; Summarizing and analyzing the regular reports.

Essential Duties and Responsibilities:

Generally:

a) Provide leadership to team members by actively supporting departmental strategies that result in goal achievement

b) Provide regular coaching to new and existing team members on any training, development and product needs

c) Ability to work independently and also as a team, work flexible hours and under pressure

d) Keep team informed of performance progress and communication requirements of department and company

e) Perform annual appraisals, mid-year reviews and probation interviews with team members

f) Carry out performance improvement plans, disciplinary investigations and meetings, where required

g) Performs other duties as required

Trade Sales and Service:

a) To supervise, lead and inspire your team to ensure they regularly meet and exceed their daily working quality.

b) Develop all team members to ensure top performance in respect of productivity, accuracy and trade satisfaction

c) Monitor all staff to assess developmental needs, to improve performance, ensuring compliance with company procedures and coach team to improve efficiencies and customer satisfaction

d) Ensure team is kept up to date with company information to support company sales and marketing campaigns.

e) To ensure that customer service standards are maintained.

f) Monitor the Avaya system together with operation manager to ensure that departmental call handling standards relating to quality, quantity and handle time for each call are meet

g) Must be able to troubleshoot, work on several projects at a time, meet deadlines, to liaise and respect the ETDBW+ ethics within the company.

Direct Sales:

a) Reports team statistics and productivity to direct sales manager

b) Drives team performance through development and support of strategies tied to sales effectiveness and outstanding customer service

c) Works with BA team to properly plan for and set department staffing levels and daily revenue reporting

d) Develops solid working relationships with internal departments such as Revenue, Shore Excursions, Shipboard Event Coordinators, etc. to be sure that additional revenue opportunities are handled appropriately and in a timely fashion.

e) Ability to design action plans to address performance deficiencies

f) Conducts training sessions for team members as required, both senior agents and new agents in transition, and ensuring the successful adoption of new information by the team.

g) Monitors performance and provides individual performance feedback through informal communications, frequent coaching/goal-setting sessions, and formal performance reviews

h) Identify, implement, and maintain best sales practices throughout the department to ensure consistent coaching of the sales process, Siebel, policies and guidelines

i) Work with existing contests and incentive plans as well as design and implement team plans to motivate and inspire given team towards sales goals

j) Promote and support a positive and enjoyable, yet productive work environment for sales agents.

k) Maintain development/mentorship/follow-up plan for new employees.

l) Plan and Lead Team Meetings with clear agenda daily

m) Recommend to management improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc.

Customer Service:

a) Responsible for post cruise complaints and escalating issues

b) Investigate complaints with relevant shipboard team / shore side departments

c) Maintain dialogue with workload issues and complaint trends for ships to Head.

d) Apply and make resolution effectively by using company compensation guidelines

e) Accurate complaints’ documents report and analysis by using Sales Force CRS

Financial Responsibilities

Daily manage PSA’s Group reservation, and make sure the quality.

Responsible for managing agent expenses and/or achievement of revenue targets

Responsible for the delivery of sales goals/results/reporting on department Key Performance metrics

Qualifications:

a) Bachelor degree above required

b) Above 5 years’ working experience including 3 years in after sales customer service or guest relations function; Experience in travel industry or cruise line industry is preferred. 3 year industry or call center working experience preferred

c) Ability to work under pressure and to tight deadlines, with a commitment to achieving fair and just outcomes of complaints in an independent and impartial manner.

d) Demonstrated ability to work independently and take initiative.

e) Confident communicator sensitive to the customer and the issues which have been raised.

f) Proficient in Excel (i.e. can create and read data tables, graphs and charts), Microsoft word and Lotus Notes

g) Familiarity with AS400 or equivalent reservations system preferred.

h) Good oral and written communication skills in Mandarin, Cantonese and English.

Knowledge and Skills:

a) The ability to influence and use persuasive tactics for all calls to convert into bookings

b) Demonstrate the passion and drive to achieve and exceed ambitious sales targets both individually and within the team

c) Excellent operative skills and ability to use all tools such as document system, reservation system, amenity add-on system, etc

d) Strong people-management skills

e) Ability to co-ordinate with different cultures and departments

f) Must hold the desire to complete tasks within set time frames

g) Ability to work independently and also as a team

h) Must be self-motivated and have ability to use initiative at all times

i) Must have key communication skills, in order to maximize the effectiveness of internal and external communications to other offices and department

j) Ability to work under pressure

k) Be flexible and have a ‘can do’ attitude

l) Must have a high level of competency performing the investigation of guest inquiries and complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences.

m) Strong analytical skills and proficiency in statistics

n) Strong sales experience and customer service background essential

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.

The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc.

The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.

The environment includes office location, and /or moving inside/outside the office.

A high noise level is possible if visiting shipboard or offsite locations.

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